Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at Support@rileyoutlet.com
General Info
Hopefully, you'll find the answer you need from one of the articles we have on our FAQs, but if you need more help, click the chat icon found at the bottom right of this page or contact us directly at Support@Rileyoutlet.com .
To avoid any confusion or delay response times, please only send one message & one method at a time. Don't worry, our team will be in contact as quickly as we can.
RileyOutlet does not have a call center and we're not set up to handle high volumes of phone calls. Furthermore, RileyOutlet was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you with any support.
Be sure to include as much information as possible such as name, address, order number, email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.
Orders
Please contact us by clicking here . We're happy to help!
We understand you want your order fast so as soon as it is placed, we are on it! Regrettably, this means that we cannot edit or make any changes to your order after 2 hours after placing your order. This can include but not limited to:
- Billing or shipping address update
- Change in color/size of items
- Order cancellation request
- Shipping method change
- Addition or removal of items
- Addition or removal of a discount code
In addition, there is a 30 minutes window where you can cancel your order by contacting our support staff by clicking here . After 30 minutes, it is too late to cancel the order.
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.
If you have a multi-item order, each item may be shipped from different domestic & international warehouses, depending on which one has them available the fastest. Our warehouses are located in the US, Australia, United Kingdom, China, and France. Alternatively, if items are popular and on a bit of a back order, we might ship your items at different times, in different packages, to prevent holding up your order and to get it to you as fast as possible! For this reason, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.
In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
- Name
- Shipping address
- Email address
- Phone number
- Order number
Once we've received the above info, our support staff will get this sorted for you ASAP!
All claims for orders arriving with missing item MUST be made within 7 days of the delivery date.
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
- Name
- Shipping address
- Email address
- Phone number
- Order number
Once we've received the above info, our support staff will get this sorted for you ASAP!
You may be asked to return the incorrect item back to us through our return process. Our support staff will assist you with the process.
All claims for orders arriving with an incorrect item MUST be made within 7 days of the delivery date.
Delivery
Countries supported by our international shipping partners:
- Australia
- Austria
- Belgium
- Brazil
- Canada
- Denmark
- Finland
- France
- Germany
- Greece
- Hong Kong
- Hungary
- Ireland
- Indonesia (currently in a trial run)
- Israel
- Italy
- Japan
- Korea
- Luxembourg
- Malaysia
- Mexico
- Netherlands
- New Zealand
- Norway
- Poland
- Portugal
- Russia
- Saudi Arabia
- Singapore
- Spain
- Sweden
- Switzerland
- Thailand (currently in a trial run)
- Turkey
- Ukraine
- United Kingdom
- United States
- Vietnam (currently in a trial run)
Please visit our Shipping Info page for more information in regarding about your shipping & delivery.
The time for order delivery is divided into two parts:
- Processing time: Order verification, tailoring, quality, check and packaging. All orders are usually sent to our manufacturer for dispatch within 1-3 business days after the order is placed and payment is received. In most instances we ship the next business day.
- Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination.
This depends on the product ordered. When you complete your purchase, you will receive an email containing the shipping time frames to your property based on your country of origin. Please use our estimate shipping table as a reference for shipping to your country.
Country Estimate Shipping Timeframes:
United States: 3-20 Business Days
United Kingdom: 10-30 Business Days
Australia & New Zealand: 10-30 Business Days
Canada: 10-30 Business Days
Western Europe: 10-30 Business Days
Rest of the World: 10-35 Business Days
Please visit our Shipping Info page for more information in regarding about your shipping & delivery.
Returns & Refunds
Please visit our Returns & Refunds Policy for more information.